Quality Manager

3 days ago

Thành phố Hồ Chí Minh, Vietnam Hegka Vietnam Full time

A Quality Manager plays a crucial role in ensuring that services adhere to consistent standards. He / she develops and implements quality management strategies, policies, and procedures to ensure that the project fulfills both internal and external requirements, including quality compliance and customer expectations.

**[1] - Job requirements**:
**KPIs (30%)**
- KPIs driving the project include, but are not limited to, DSAT, CSAT, NPIs, and APIs, with the possibility of adjustments to align with market trends.
- Monitor and ensure that KPIs meet the Partner's expectations.
- Take proactive measures to provide solutions that enhance quality.
- Propose utilization procedures that benefit the project with a focus on quality.

**Training (20%)**
- Conduct onboarding training covering culture, company policies, and project guidelines.
- Provide training in production and soft skills.
- Ensure a high passing rate for newcomers.
- Develop and update training materials
- Ensure that all team members receive timely updates of knowledge on products and procedures.

**Coaching (20%)**
- Manage coaching effectiveness by collaborating with operations to structure coaching sessions.
- Work with the operations team to organize impactful coaching sessions.
- Ensure all Agents and team members meet the required quantity and quality of coaching. Management (10%)
- Supervise the quality assurance and training team.
- Ensure that all team members and agents have a clear understanding of their quality KPIs and project objectives.
- Build and implement quality assessments for the project.
- Make sure that every employee adheres to company policies and regulations.
- Recruitment of new team members
- Oversee the budget and costs associated with the QA team.

**Report (10%)**
- Report directly to the Senior Operations Manager.
- Thoroughly analyze the quality results to develop improvement plans.
- Compile high-quality reports on a weekly, monthly, quarterly, and yearly basis.

**Collaboration (10%)**
- Coordinate with the operations department to manage turnover ratios effectively.
- Partner with other departments on differe9nt initiatives aimed at improving team performance.
- Carry out additional tasks assigned by the line manager.

**[2] - Skills requirements**:

- Experience with global companies is an advantage.
- Exceptional organizational and team leadership abilities.
- Ability to adapt to various operational challenges.
- Strong communication and presentation skills.
- An initiative-driven mindset combined with a strong attention to detail in every task.
- Competent in both collaborative team environments and independent work.
- A bachelors degree or higher is required.
- Proficiency in English is essential.

**[3] - Report line**:
Senior Operations Manager

**[4] - Working time**:
From Mon Sat (08:30 17:30)

Operating Hours: Available 24/7, 365 days

**[5] - Benefits**:

- Engage in social security, health insurance, unemployment insurance, and trade union activities as outlined by the Labor Law.
- Take part in soft skills training and explore advancement opportunities.
- Evaluate KPIs and project bonuses.
- Receive bonuses or gifts on March 8, October 20, April 30, January 1, and May 1. Participate in team-building activities

**[6] - Start work**:
Onboard: 17 Feb 2025

**[7] - Salary**:
Negotiate

Location: 6 Thang Long, Tan Binh, HCMC

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